A Study of Bank Counter Service Etiquette and Customer Satisfaction

• Main Author: 吳錫杰
• Other Authors: 黃雅文
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/75799382402694919405

碩士 === 逢甲大學 === 經營管理碩士在職專班 === 101 === Banks how to maintain good customer relations in today&;#39;s competitive and difficult environment,and the customer willing frequent dealings with the bank is very important. Therefore, the banking sector, how to improve counter service etiquette for customer satisfaction, so that the bank can continue for interest and following the survival and growth, is very important. This study was a questionnaire survey, Survey data by computer-based statistical software SPSS 13.0 to conduct statistics, survey data were conducted descriptive statistics, independent samples t-test, Pearson correlation analysis, and regression analysis. Statistical analysis has been caused by the following results: 1.General support for the bank-customer service etiquette. 2.General support of the customer of the bank&;#39;s customer satisfaction. 3.Customer satisfaction and tangible, responsiveness, reliability, empathy, assurance and have a positive impact on the overall service etiquette. 4. Tangibles, responsiveness, reliability, empathy, assurance, integrity of both in terms of service etiquette is the ability variables to forecast customer satisfaction.